Recognize a mistake or close your eyes to it?

A situation happened to me the other day that made me think that it was easier for a large company to admit a mistake or lose a profitable client by pretending that nothing had happened and to ignore the situation?

small background:
It so happened that for a long time already some kind of online casino gives me gifts for my birthday, it is not surprising if you look at the thousands of euros that I spend there regularly, and so this year there was a strange situation:
I receive a message - congratulations on your birthday, good luck and giving you 800 euros ...
fine :)
in ten minutes I receive another message congratulations and giving you 200 euros ...
Well, I think in general, to get off the bag - in honor of the 5th anniversary, they were so generous, already touched ... :)

a couple of days I go online and see 200 euros in the account, but the stop should be a thousand?

and then the most interesting:
')
Question in support: "Good afternoon, that I did not find the corresponding bonus ..."

Answer: “Hello!
You have been credited a bonus of 200 euros. Please check your euro bill.
With respect, Goldfish support! ”

the question: “That is, at first 800 were accrued, and then it was thought - something a lot and decided to remove and charge 200 ??? Thanks for the gift :)"

there was no answer, then several times the question was asked “will I get a comment on the situation”, all the questions also remained unanswered ...

I certainly understand that most likely someone just sealed up, and to hell with it, but there are two nuances:
1. it turns out the casino believes that it can withdraw money at any time from the account ...
2. It was probably logical to answer that we were wrong, but for some reason the representatives decided to just keep silent ...

I do not indignant!